Case study MAP: CRM Solution for Starbucks

OMNI-CHANNEL RETAIL SOFTWARE

Customer Facts

Number of stores: 200+ stores

Business segments: Premium Food and Beverages

Retail formats: Stand-alone stores

Locations: Indonesia

Key Store Statistics

Store size: Varied

SKU’s (average): Over 1 million

No. of sales tickets (average): 250,000+ per month

Incorporated in 1995, PT. Mitra Adiperkasa Tbk (MAP) has achieved phenomenal growth over the years culminating in its IPO in November 2004. Today, MAP is the leading lifestyle retailer in Indonesia. Some of its iconic brands include Starbucks, Marks & Spencer, SOGO, SEIBU, Debenhams, Oshkosh B’ Gosh, Reebok among many others. Listed on

the Indonesia Stock Exchange, with over 23,000 employees, MAP has won the Most Powerful and Valuable Company Award 2014 (Retail) – Warta Ekonomi (Indonesia). MAP was voted Fortune Indonesia’s Most Admired Companies (Top 20) in 2012 and Forbes Indonesia’s Top 40 Companies in 2011.

ABOUT STARBUCKSTAKINg ITS NAME FROM A CHARACTER IN HERMAN MELVILLE’S CLASSIC, MOBy DICK, STARBUCKS HAS gROWN FROM ITS HUMBLE BEgINNINgS (A SINgLE LOCATION IN SEATTLE) TO BE THE WORLD’S LARgEST COFFEEHOUSE

Tall

12Oz

Espresso Macchiato

1971We start by selling

coffee beans in Seattle’s Pike Place Market.

SIzE OF THE CUP

FAVOURITE BEVERAgE

grande

24Oz

Milk Foam

Trente

31Oz

image courtesy: Starbucks

1987We add handcraftedespresso beverages

to the menu.

1992We become a publicly

traded company.

2011We mark 40 years andbegin the next chapter

in our history.

An IIIustrated History

Steamed Milk

Espresso

Decaf

50%

Caffe Latte

Flat White

Cappuccino

Espresso

Shot

Syrup

Milk

Custom

Drink

50%

20%

60%

20%

50%

50%

34%

33%33%

100%

MAP: CRM Solution for Starbucks

Average 20,000+ transactions per day

across 200+ stores

ETP V5 Solution

ETP V5 Omni-channel Retail Solutions at MAP include ETP Store, ETP Accelerator, ETP EAS, ETP Replication Server, ETP Merchandise Planner, ETP Updates, ETP Download Manager, ETP Analytics and ETP Integrator

Project Objective:

• Deploy an integrated and comprehensive loyalty program for Starbucks outlets across Indonesia

Business Needs:

• Comprehensive online and real time loyalty program with the ability to define core and supplementary promotions

• Ability for customers to earn points for their spending and redeem points to get free items

• Link the customer loyalty to a prepaid card that can be topped up and used as a tender across stores

• Provide customers with a web portal where they can check their points and card balances in real time

Business Benefits:

• 100,000+ new cards activated with 400,000+ sales transactions using the Starbucks loyalty card

• Average 20,000+ transactions per day across 200+ stores

• Customer profiling has led to effective promotions and increased customer loyalty

• Enhanced promotion evaluation and management with seamless integration between applications

• Improved cash flow with additional marketing capabilities

Every year, 70,000 retail associates use ETP to serve 200,000,000 consumers, selling USD 18,000,000,000 of merchandise. More than 300 brands in over 22 countries, across 10 time-zones, in 200+ cities, at 35,000+ stores, run on ETP.

H.O. Singapore Middle EastIndia

Singapore DubaiMumbai, Bengaluru, Delhi

www.etpgroup.com

We are present in: Bandung, Bangkok, Bengaluru, Delhi, Dubai, Ho Chi Minh City, Hong Kong, Jakarta, Kuala Lumpur,

Manila, Mumbai, Shanghai, Singapore

Founded in 1988, ETP is Asia’s leading Omni-channel Retail Solutions company headquartered in Singapore, serving market leaders in more than 22 countries across Asia Pacific, India and the Middle East. ETP’s enterprise class, omni-channel solutions include omni-channel POS, Mobility, CRM, Marketing and Promotion Campaigns, Supply Chain Management, Omni-channel Analytics and Omni-channel Connect. ETP has successfully executed over 500 enterprise software projects across 35,000+ stores for 300+ brands. ETP’s unique value proposition is its ability to create and deliver innovative products and implement them successfully with domain expertise delivered by hundreds of consultants embodying ETP’s best practices. ETP helps its customers get it right in omni-channel retail.

For more information, email: info@etpgroup.com

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